Customer Experience Apprentice

SUMEC UK COMPANY LTD

We are seeking a motivated Customer Experience Apprentice to join our team. This role offers hands-on experience in customer service while completing a recognised apprenticeship. You will work with experienced colleagues, learning to deliver high-quality support and contribute to a professional, customer-focused environment.

Apprenticeship summary

What will the apprentice be doing?

  • Provide direct support to customers via phone, email, and online channels, responding to enquiries, requests, and complaints in a professional manner.
  • Learn to manage and progress warranty claims, spare parts requests, and repair/workshop cases under supervision.
  • Record and update customer interactions accurately in internal CRM systems and portals.
  • Assist in monitoring service levels for retailer partners and help contribute to maintaining a high standard of service.
  • Support the Customer Experience Team with administrative tasks, reports, and day-to-day operations.
  • Participate in training and development sessions as part of the apprenticeship, including self-study, on-the-job learning, and formal training (20% of working hours).
  • Observe and learn best practices for customer service, using customer insights to support improvements in processes and performance.
  • Support the implementation and familiarisation with tools such as the AI Operator–led 1st Line Support system.
  • Actively develop professional skills, behaviours, and knowledge in line with the Customer Service Specialist apprenticeship standards.

What training will the apprentice take and what qualification will the apprentice get at the end?

Training will be delivered by the Heart of Yorkshire Education Group. Learning will take place in the workplace. 

What is the expected career progression after this apprenticeship?

Opportunity to become a permanent member of staff with career development within the Customer Experience Team.

Requirements and prospects

Desired skills and personal qualities

Communication skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Administrative skills, Team working, Patience

Qualifications

GCSE English (Grade 4) Desired
GCSE Maths (Grade 4) Desired

About the employer

Sumec UK is a specialised company dedicated to advanced product development, industrial design, and supply of home and garden solutions. As part of the Sumec Group of Companies and a direct subsidiary of Sumec Hardware and Tools Co., Ltd, we combine global expertise with a strong local presence.

 

Our head office, established in January 2011 in the south of York, houses our R&D, product design, sales, marketing, and after-sales teams, ensuring close support for our retail partners and direct warranty assistance for end users. We specialise in innovative garden and power tools, including robotic and advanced lawnmowers, pressure washers, trimmers, and chainsaws.

 

Our flagship brand, Yard Force, represents an exciting and technologically advanced range of products designed for home and garden use, delivering quality, innovation, and reliability for every customer.

 

Employer

SUMEC UK COMPANY LTD
https://www.sumec.co.uk/

Address

UNIT A&B
ESCRICK BUSINESS PARK
YO19 6FD
53.85483
-1.05105